Responsible:  

- Managing the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations

- Doing needs assessments, performance reviews, setting/meeting performance targets for speed, efficiency and quality

- Ensuring all relevant communications and data are updated and recorded

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

- Monitoring random calls to improve quality, minimise errors and track operative performance

- Coordinating staff recruitment, writing job adverts and working with HR staff

- Reviewing the performance of staff, identifying coaching needs and planning coaching sessions

- Recording statistics, user rates and the performance levels of the center

- Preparing reports on these statistics, rates and performance levels

- Handling the most complex customer complaints or enquiries

- Organizing shift patterns and the number of staff required to meet demand

- Motivating and retaining staff - Taking on other tasks or projects to support employees, other managers, and call center operations.

- Ensuring staff members are achieving desired service levels and taking corrective action, as needed

- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

- Perform ad-hoc tasks assigned and report to Customer Experience Center Director 

Requirements:  
 
- Education: University Graduated up

- Experience

• At least 3 years’ experience in a similar position
• Performance Management background
• Ability to multitask, remain calm, perform critical analysis and propose solutions under pressure , especially during peak hours or intense situations.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees and communicate effectively with all levels in the organization
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.

-Languages: Highly advanced communication and writing skills in English